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Random disconnects around the same time

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Frequent Visitor

Random disconnects around the same time

Hi, for the past many months (maybe a year?) I've been experiencing random disconnects from the internet. Basically, my network just stops and I can't watch anything, download anything, or even work. I believe the issue is either with the line into my house or my cable modem (Arris SB6183).

 

I've tried to attach a screenshot of my cable modem's status page here:

 

dwatling_0-1593554628546.png

 

In case that doesn't appear, it basically shows all channels in the Downstream Bonded Channels table with hundreds of "Uncorrectables" counts and thousands of "Corrected" counts. From what I understand these numbers should be 0 if the line into the house is fine. But I haven't done much research to know if this is correct.

 

Any insight or ideas on what I could do here would be appreciated.

 

Thanks,

 

-Dan

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Expert

Re: Random disconnects around the same time

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.

Or copy all of the text of the status page and paste it into the body of your next post here.



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Frequent Visitor

Re: Random disconnects around the same time

Ok, that makes sense then why the image wasn't posted. Anyway, here is a copy / paste of both the Downstream and Upstream bonding channels:

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 17 621000000 Hz -3.0 dBmV 40.8 dB 2265 467
2 Locked QAM256 18 627000000 Hz -3.0 dBmV 40.8 dB 2199 385
3 Locked QAM256 19 633000000 Hz -2.9 dBmV 40.8 dB 2224 402
4 Locked QAM256 20 639000000 Hz -3.1 dBmV 40.6 dB 1963 315
5 Locked QAM256 21 645000000 Hz -3.2 dBmV 40.7 dB 1728 269
6 Locked QAM256 22 651000000 Hz -3.6 dBmV 40.3 dB 1729 176
7 Locked QAM256 23 657000000 Hz -3.5 dBmV 40.4 dB 1302 213
8 Locked QAM256 24 663000000 Hz -3.5 dBmV 40.4 dB 1462 151
9 Locked QAM256 25 669000000 Hz -3.8 dBmV 40.3 dB 1428 231
10 Locked QAM256 26 675000000 Hz -3.7 dBmV 40.1 dB 1536 154
11 Locked QAM256 27 681000000 Hz -3.4 dBmV 40.7 dB 1429 91
12 Locked QAM256 28 687000000 Hz -3.4 dBmV 40.5 dB 1357 200
13 Locked QAM256 29 693000000 Hz -3.6 dBmV 40.4 dB 1351 167
14 Locked QAM256 30 699000000 Hz -3.7 dBmV 40.4 dB 1537 290
15 Locked QAM256 31 705000000 Hz -3.5 dBmV 40.5 dB 1573 71
16 Locked QAM256 32 711000000 Hz -3.6 dBmV 40.4 dB 1470 246

 

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 8 5120 Ksym/sec 16400000 Hz 38.3 dBmV
2 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 39.0 dBmV
3 Locked ATDMA 6 5120 Ksym/sec 29200000 Hz 38.5 dBmV
4 Locked ATDMA 7 5120 Ksym/sec 22800000 Hz 38.3 dBmV

 

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Expert

Re: Random disconnects around the same time

Already told you why.... The stats are good . Please also post the modem's RF error log entries.



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Frequent Visitor

Re: Random disconnects around the same time

Time Priority Description
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Highlighted
Expert

Re: Random disconnects around the same time

Are there any more log entries being shown ? If so, please post them. The ones that you posted are not valid to use for troubleshooting purposes due to the "time not established" entry. That happens right after a modem re-boot (a spontaneous or a deliberate manual one). There is no identifiable pattern with just those.



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Frequent Visitor

Re: Random disconnects around the same time

Yep, sorry about that. Here's the full log:

 

Time Priority Description
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Thu Jun 18 00:36:28 2020 Critical (3) TFTP failed - Request sent - No Response;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Thu Jun 18 00:36:28 2020 Critical (3) TFTP Request Retries exceeded, CM unable to register
Thu Jun 18 00:36:50 2020 Critical (3) No Ranging Response received - T3 time-out
Thu Jun 18 00:37:00 2020 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Thu Jun 18 00:37:13 2020 Critical (3) No Ranging Response received - T3 time-out
Thu Jun 18 00:37:23 2020 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Thu Jun 18 00:37:32 2020 Critical (3) No Ranging Response received - T3 time-out
Thu Jun 18 00:37:42 2020 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Thu Jun 18 00:37:55 2020 Critical (3) No Ranging Response received - T3 time-out
Thu Jun 18 00:38:05 2020 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Thu Jun 18 00:38:19 2020 Critical (3) No Ranging Response received - T3 time-out
Thu Jun 18 00:38:29 2020 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Thu Jun 18 00:38:40 2020 Critical (3) No Ranging Response received - T3 time-out
Thu Jun 18 00:38:50 2020 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Thu Jun 18 00:38:54 2020 Critical (3) No Ranging Response received - T3 time-out
Thu Jun 18 00:39:04 2020 Critical (3) No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Thu Jun 18 00:39:08 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.0;CM-VER=3.0;
Thu Jun 18 06:59:03 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 18 07:03:23 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 18 07:21:15 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 18 07:21:15 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 18 07:21:15 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 18 07:21:56 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 18 07:25:54 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 18 09:45:39 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 18 09:45:39 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 18 09:45:39 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 18 21:08:16 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.1;CM-VER=3.0;
Thu Jun 18 23:35:17 2020 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Wed Jul 01 07:18:23 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=f8:a0:97:b7:a5:ad;CMTS-MAC=00:01:5c:8e:04:74;CM-QOS=1.1;CM-VER=3.0;
Highlighted
Expert

Re: Random disconnects around the same time

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !



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Official Employee

Re: Random disconnects around the same time

Hi dwatling. We welcome you to the Xfinity Forums and thank you for creating your first post. I can assist with further troubleshooting your internet connectivity issues. In order to have a better insight, I will have to poll the CMTS for real-time and historical RF signal reports from your modem, and check your local Node/Plant for signal degradation / errors. To get started, please send me a private message and include your full name sand service address so I can access your equipment. 


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New Poster

Re: Random disconnects around the same time

I am having same issue. I do not see an option for private message on your profile.
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New Poster

Re: Random disconnects around the same time

@ComcastJoeTru  Also having the same issue.

- Comcast Gigabit service

- Arris T25 modem

About every 3 days at around 12:15am my modem goes out for about 5min. If this is an auto reset/update instance, can we change the time? 

 

Thanks in advance...

 

Highlighted
Frequent Visitor

How can I get a technician to come out to inspect and possibly replace the line into my house?

I posted here a month ago about some connectivity issues. My internet will go out up to several times a day for anywhere from a few minutes to up to an hour. The connection doesn't always drop, sometimes it has been severely degraded (i.e. < 1 Mbps down and a 0.1Mbps up). I've been through all of the troubleshooting steps before and the technician I worked with through the forums indicated a technician needs to come out to physically inspect the line. I've called customer support but all they do is run me through the normal troubleshooting routines, tell me everything is fine, and that I don't need anyone to come out. Even after I insist they tell me that they cannot send a technician out due to the pandemic. 

 

This is becoming very problematic for me and my family. I work from home, my wife works from home, and my kids will be starting remote learning next month. If we absolutely cannot get a technician to come out, then I don't have much choice other than to find another internet provider. I really don't want to do that as Xfinity has the best offer for my area.

 

Any ideas, thoughts, or suggestions on how to get someone to come out and fix this issue once and for all would be appreciated.

Highlighted
Diamond Problem Solver

Re: How can I get a technician to come out to inspect and possibly replace the line into my house?

An Official Employee responded the same day that you posted, offering to help you. You didn’t publicly respond, did you send them the requested information privately as requested?
https://forums.xfinity.com/t5/Your-Home-Network/Random-disconnects-around-the-same-time/m-p/3349790#...

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Frequent Visitor

Re: How can I get a technician to come out to inspect and possibly replace the line into my house?

I responded to them privately, yes. I worked with ComcastJoeTru. His last correspondence with me on 7/4 indicated that I was put on a backlog:

"Of course the current pandemic situation is truly unfortunate, and I agree it has really created so many unfortunate situations for so many of us. On the bright side, we do have some technicians able to take proper measures to protect theirs, and your safety. These techs are working through a backlog in trying to get to customers each day. You are on now on the list of customers needing a tech visit. "

 

I do understand that the current situation is difficult, but the disconnections -- I feel -- have gotten much worse than they were a month ago. As I mentioned in my previous post, I am concerned about what the state of my internet will be like in a month as there will be four of us working and/or learning remotely. If my internet cuts out then it's just going to cause problems and frustration for all of us, so I am really hoping I can get someone to come out and see what can be done.

 

 

Highlighted
Diamond Problem Solver

Re: How can I get a technician to come out to inspect and possibly replace the line into my house?

I would reconnect with @ComcastJoeTru, he’s your best option

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Frequent Visitor

Re: How can I get a technician to come out to inspect and possibly replace the line into my house?

I just wanted to take a moment to follow up here.

 

A technician did come out to my house and checked the line coming in from outside. The line outside was all good but he did notice some noise coming back out of my house. My set up is: line in -> splitter -> cable -> cable modem.  He suggested swapping the splitter and cable out with the ones that he provided. After swapping those out, he ran some diagnostics and everything looked good on his end. 

 

If you are having issues with your set up and cannot wait for a technician, double and triple check your splitter and cable lines. I did this originally, but the "new" ones I used obviously were not good enough.

 

Barring that, reaching out on Twitter, these forums, and making several phone calls will eventually get you noticed enough to get a technician to come out.

 

Good luck to everyone else with similar issues and thank you to all of the folks who helped me this past month!